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- Growing customer retention, loyalty,
revenue, and profits
- Saving at-risk customers, employees,
and partners before they are lost
- Allocating scarce resources to the
areas that will generate the highest returns
- Recognizing and addressing operational
problems and business opportunities as soon as they arise
- Streamlining and reducing costs of
operations
- Recognizing and rewarding employees
most fairly and effectively.
CustomerSat solutions deliver these benefits through a powerful
combination of hosted software systems and services:
The CustomerSat
Enterprise™ enables users in real-time
to gather and analyze, and to manage enterprise-wide responsive
action to, feedback from customers, employees, and others.
- Captures survey feedback
online from:
- Your key stakeholders, including
customers, workforce, partners, and prospects
- The key touchpoints between your
enterprise and your stakeholders, including contact centers,
e-commerce sites, service calls, online portals, help
desks, product installations, and more
- Delivers interactive,
real-time analytics, metrics, and verbatim intelligence
throughout your enterprise through secure portals, interactive
dashboards, push reporting, email alerts, and other means;
and
- Aligns and
empowers your entire organization
to drive and manage responsive actions in real time.
CustomerSat
Professional Services are provided by expert
research analysts and project managers who lead survey and
solution design, IT integration, system implementation, analysis,
reporting, and action management. CustomerSat Professional
Services ensure that feedback is immediately and continuously
actionable, and that your CustomerSat solution and experience
are a success.
Together, CustomerSat systems and services enable your organization
to make better business decisions, take the right responsive
actions, and make rapid gains in customer satisfaction, loyalty,
revenues, and profit.
CustomerSat solutions gather feedback from
all stakeholders and touchpoints, and deliver analytics, verbatim
suggestions, and other intelligence to the right users throughout
the enterprise in real time.
Operational and Strategic Benefits
- Enable the right individuals and teams
throughout your organization to respond to feedback quickly
and in a coordinated way
- Enable those users to share information
such as which customers are dissatisfied, and why; what
actions have been or need to be taken; and customers’
or employees’ responses to your organization’s
actions
- Enable users to save at-risk customers
before they are lost, and to turn satisfied customers into
committed advocates
- Let users slice-and-dice performance
metrics to pinpoint concerns and opportunities by region,
site, product, market segment, service rep, or any other
way
- Provide easy access to an abundance
of concrete suggestions for improving performance, either
overall or by segment.
- Let your organization make investment
in the areas with the highest payoffs
- Enable more effective rewards and
recognition for your workforce, enhancing satisfaction and
commitment.
- Increase customer retention; win more
new customers; improve productivity; and raise profits.
CustomerSat solutions gather feedback either
periodically or as soon as stakeholders have interacted with
the enterprise. Analytics, verbatim suggestions, and other
intelligence are delivered through interactive dashboards
to the right employees who can act on them in real-time. Cases
are opened and managed for customer responses that require
immediate action. More...
IT Integration Overview
To automate feedback processes, CustomerSat solutions integrate
with and extend all major enterprise IT systems, including:
CustomerSat Connect™ modules installed
on these systems enable them to share customer, transaction,
and feedback data with CustomerSat Enterprise.
Your IT system, CustomerSat solution, or a combination thereof
can handle respondent sampling (applying business rules to
determine which respondents are invited when to complete surveys),
and if desired, information captured by your CustomerSat solution
can be fed back to update IT system records.
In addition to respondent name and email address, which are
used to personalize survey invitations, any number of respondent-descriptive
variables may be transferred from your IT systems to your
CustomerSat solution. These descriptors:
- Save respondents from having to enter
or look up information, thus saving their time and increasing
accuracy
- Allow survey results to be sorted
and analyzed by variable (allowing authorized members of
staff to view and analyze, for example, satisfaction by
respondent location, product, or department)
- Allow responsive action to be pinpointed
to location, product, or other respondent segment.
All CustomerSat feedback processes may be integrated with
conventional or legacy data collection methods, including
phone, postal mail, OCR, and IVR. CustomerSat interactive
dashboards display and aggregate statistics and indices from
all of these sources, providing a single, easily managed,
and secure solution for disseminating rating scores, trends,
and suggestions to authorized individuals, and managing responsive
action throughout your organization.
CustomerSat solutions integrate with and
extend leading enterprise applications.
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